Beyond Logistics: Meeting Customer Needs for In-Home Service

EIU's report explores how in-home service providers can respond to increasing demands from their customers and build a strong brand that distinguishes their offerings from those of their competitors in an increasingly crowded marketplace.

 

Senior management – not budget limitations – is the greatest obstacle to improving in-home services. Twenty-five percent of respondents in a survey of in-home service providers lay the blame on senior management for failure to act in this area, while 19% point to budget limitations. (In-home service providers include firms in a range of service sectors, from retail to telecommunications, healthcare and utilities.)

 

It is instructive that this absence of senior management vision is less of a problem for companies identified as "leaders" in the survey – those that perform well in terms of revenue and market share growth – than for the "laggards": 28% of the latter point to a lack of senior management commitment to improving in-home service while only 3% feel constrained by budget limitations. In the leader’s group, by contrast, 33% view budget limitations as the greatest obstacle and 17% blame senior management.

 

Key findings:

  • Senior management – not budget limitations – is the greatest obstacle to improving in-home services. 
  • The personalisation imperative is global. 
  • Brand is an increasingly important differentiator in the era of social media. 
  • Improvements in customer service can deliver more ROI than launching new products. 
  • The personalisation imperative is global. 
  • Brand is an increasingly important differentiator in the era of social media. 
  • Improvements in customer service can deliver more ROI than launching new products. 


 

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